Virgin Media Box Stuck on Starting up Screen: How to Fix?

Dealing with technology issues can be incredibly frustrating, especially regarding something vital to your TV and internet connection. If your Virgin Media box gets stuck on the starting-up screen, not allowing you to access any of your services, it can quickly put a damper on your day. However, with some troubleshooting, you can likely quickly get your box working again. In this guide, we’ll walk through the common reasons a Virgin Media box may get stuck on the startup screen and the steps you can take to try and resolve the issue yourself.

Why Is My Virgin Media Box Stuck on Startup?

There are a few common culprits when a Virgin Media TV and internet box gets stuck on the starting up or loading screen. Here are some of the typical causes:

Software Glitches or Corruption

Like any technology, sometimes glitches happen with the software or firmware that can cause the box to freeze or hang. Issues with corrupted software can prevent the startup process from completing properly.

Connection Problems

For your Virgin Media box to start correctly, it needs to be able to communicate with the Virgin network and servers to load data and settings. So, any issues with your broadband connection itself can also lead to a stuck startup screen.

Power Supply Problems

Issues with the power supply, like an interruption in power, damaged cables, or faulty power brick, can also cause startup problems with Virgin Media boxes.

Failed Software Update

If your box tried to install a software update but got interrupted or didn’t complete properly, this can sometimes lead to startup freezes.


Overheating can sometimes lead to performance issues that cause the box to get stuck on the startup sequences.

So those are some of the most common reasons you may be encountering the infuriating endless startup screen on your Virgin Media box. The good news is you can take steps to troubleshoot and resolve many of these issues.

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Fix Virgin Media Box Startup Problems

Don’t worry; this common problem can often be easily fixed. Here are some tips for troubleshooting and resolving Virgin Media box startup problems

1. Try Some Basic Steps

If you find your Virgin Media box stuck on the startup process, here are some basic first troubleshooting steps to try:

Reboot the Virgin Media Box

As simple as it sounds, a basic reboot is always a good first step with any technology glitch. Unplug the power cable from the back of the Virgin Media box, wait 10-15 seconds, and then plug it back in. Sometimes, this reset is all that’s needed to get past a strange software hangup.

Check Broadband Connections

Ensure all broadband cable connections are properly plugged in at the back of your Virgin Media box and the wall outlet. Loose connections can sometimes cause startup issues.

Try a Different Power Outlet

It’s possible there is a problem with the electrical supply to your current outlet. Try unplugging the power cable and plugging it into a totally different power outlet in your home to see if that makes a difference.

Restart Your Router

If you have a separate router connecting your home network to the Virgin broadband line, restart your router as well to refresh the connection.

Check for Damage to Cables

Inspect the power cord and broadband cable for any visible damage. Frayed or otherwise damaged cables can cause supply issues that may prevent startup.

Trying those simple steps can fix many random glitches and connectivity issues that cause a stuck startup screen. If the Virgin Media box is still stuck on the loading screen, move on to some more advanced troubleshooting.

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2. Investigating Further Into Virgin Media Box Startup Problems

If you’ve tried the initial troubleshooting steps with no luck, here are some other things you can investigate to get to the bottom of the startup difficulties:

Check for Overheating Issues

Pay close attention to whether the Virgin Media box feels excessively hot to the touch when stuck on the startup screen. If so, overheating could be the cause. Ensure the box is in an open, ventilated space and that vents on the device are not blocked. You may need to move it to a cooler location entirely.

Test with Different Power Supply

If you have another compatible Virgin Media power supply cord, try swapping it out. This is an easy way to eliminate the power supply as the culprit.

Check the Broadband Signal Strength

Log into your Virgin Media account or router admin screen to view the broadband line statistics. Ensure you have a strong signal without excessive noise that could disrupt the connection.

Restart the Virgin Broadband Modem

The Virgin modem that provides the broadband connection is separate hardware from the TV box. Restarting just the modem can sometimes help resolve startup issues.

Contact Virgin Media Support

At this point, it may be best to contact Virgin Media technical support. They may be able to diagnose the problem remotely and push a software fix to your box if needed.

3. Rebuild Database

This rebuilds the internal database that the Virgin Media box uses to organize all its information. If the database has become damaged, rebuilding it can allow normal startup to resume.

Running through these recovery mode options, one by one, will hopefully set the system straight and allow the regular startup to work once again. Be sure to choose “Restart” after trying each one.

virgin Box

4. Boot into Recovery Mode

All Virgin Media boxes have a recovery mode that can be used to access settings and reboot the system if it doesn’t start up normally.

To access recovery mode:

  • Unplug the power cable from the Virgin Media box.
  • Leave it unplugged for 2 minutes. This clears the cache and resets the box.
  • Plug the power back in. As soon as the startup screen appears, press and HOLD the power button on the front of the box.
  • Keep holding the button down continuously until the “Rebooting into Recovery Mode” message appears on-screen. This typically takes around 15 seconds.
  • The box will boot into recovery mode, which displays basic on-screen menus instead of the standard home screen.

5. Factory Reset on the Virgin Box

If you still have not been able to get past the startup screen, performing a factory reset on the Virgin Media box itself can clear out any corrupted software or settings. Here is how to factory reset a Virgin Media box:

1. Locate the recessed reset button on the back of the Virgin box. It will be labeled with text like Reset or Factory Reset.

2. Press a straightened paperclip to hold the reset button for approximately 10-15 seconds.

3. Continue holding until the button light flashes, indicating the reset process has started.

4. The box will restart and restore itself to default factory settings, which can resolve many startup problems.

5. Run through the startup initialization steps again on the box after the reset completes.

Resetting the box to factory defaults will remove your settings, apps, and channel lineup. But it’s an effective troubleshooting step when startup issues persist. Just be prepared to redo the setup process if the factory reset allows the box to get past the loading screen at last.

virgin contact

When to Request a Replacement Virgin Media Box

If you’ve exhausted all other troubleshooting steps, like factory resets, to no avail, it’s likely time to request a replacement Virgin Media box. A hardware fault with the box itself that cannot be resolved with software troubleshooting requires swapping out the actual device.

Contact Virgin Media support again and explain the extended troubleshooting steps you performed. They’ll run remote diagnostics on the equipment to confirm a hardware fault. If a fault is confirmed, request a replacement Virgin TV box be shipped to you.

Once you receive the replacement device, you can install it yourself fairly easily:

  • Disconnect all cables from the old Virgin Media box.
  • Connect the power, broadband cable, and other connectors to the same inputs on the replacement.
  • Power on the new box to walk you through the startup initialization.
  • Enter your Virgin account details when prompted to link your new device.

After a short setup process, your new Virgin Media TV and internet box will be up and running – without that infuriating stuck startup screen! Persistence and methodically working through possible fixes can help resolve even the most stubborn technology issues. With luck, following this guide will have you back up watching or streaming your favorite shows in no time.

About: Pankaj Konwar

Pankaj Konwar is the founder and writer of 5GMP. He writes in-depth buying guides, tips for troubleshooting common TV problems, and reviews of the latest TV models.

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